Johans Jesus Bonilla Paniagua has over 15 years of experience in customer service, IT support, and software development. He is fluent in English and Spanish with strong technical skills including Java development, SQL, Microsoft Windows, and customer service software. His experience includes positions at Global Business Services, American President Lines, Micra Consulting, CompuCom Systems, and JD Soft providing IT support, software installation, and customer service.

1. ResumeResume
Johans Jesus Bonilla PaniaguaJohans Jesus Bonilla Paniagua
Phones: 7103-1514 - 4033-6772- 83136081
ID: 1-0933-0103
Driver License Type: B1
American Visa Up to Date
Home Address: Barva, Heredia
Email: johansbonilla@hotmail.com
Professional Profile
Skilled professional in customer service, tech support and order processing through different software
tools, Software developing with proven record of service as team key player and top performer on
any position assigned to myself. Could perform administrative and IT related positions without any
problem.
Education
1 9 9 3 | H i g h S c h o o l
• Curtis High School, Staten Island, New York, USA
• Graduated from Liceo Rodrigo Hernandez Vargas.
1 9 9 1 | T e c n i c o P r o f e s i o n a l V o c a c i o n a l d e H e r e d i a
• Electronic Components
2 0 0 2 | U n i v e r s i d a d E s t a t a l a D i s t a n c i a , S a n J o s e
• English Education
2 0 0 3 t o P r e s e n t |
• Network management (HP, CISCO modules)
• Customer service skills
• Computer troubleshooting
• Telephone Skills
• Advanced English Level (Fluent)
O t h e r C o u r s e s :
• Telephone customer support. (3 hours). SYKES of Costa Rica in 2005.

2. Work Experience
2 0 0 3 | G l o b a l B u s i n n e s S e r v i c e s C R
P&G | Fourum Santa Ana
• Customer Service and IT Support (Taking calls and email support)
• Hardware and Software Support for P&G (Supported software Novell, SAP, MS Windows,
MS Office, Lotus Notes)
2 0 0 6 – 2 0 0 7 | C u s t o m e r S e r v i c e A g e n t
AMERICAN PRESIDENT LINES | Ultra Park, Heredia
• Customer service via phone and email correspondence. handling Hazards Materials
• Office Work duties (administrative).
• Quotations (creation and support ) , Freight, delay and other charges
• Planning and logistics for freight deliveries on final destination (around the world )
.
2 0 0 8 – 2 0 1 0 | C u s t o m e r S e r v i c e A g e n t
Micra Consulting –Intertec Consulting| Ultra Park, Heredia
Internal Enterprise Application Support for Intel across the globe (internal applications)
HR and Finance Support to provide access to all employees (Active Directory and Exchange)
• Customer service and Help Desk via phone chat and email. Troubleshooting and escalation support)
• Training specialist for new hires providing orientation and training in areas like quality and assurance,
safety, times and compliance metrics on both lines of business
2 0 1 0 – 2 0 1 4 | C S R
CompuCom Systems, Inc| Componentes Intel CR
IT Client Services, PC Supply
Tier 2 Support Agent
• Responsible for handling PC Client delivery escalations from North America site supervisors and key
stakeholders.
• Creating and modifying service requests for new hires (PC´s, peripherals, account requests like
exchange and active directory) and update stakeholders on request status up to completion.
• Technical Assistance for site supervisors on delivery class scheduling and planning

3. • PC Refresh program support for all North and Latin American employees (class scheduling, proper
PC Model selection based on employee roles, handling escalation requests).
• Coordinating regular meetings with Client Services Site Supervisors to monitor and define support
models for upcoming new hire waves or PC Refresh program implementation.
2014- JD Soft de Costa Rica
• (Java Developer) IT Support (Customer Service) (installing and removing company software)
• SQL S400 (xml and security access) (activating accounts and adding new costumers)
• Testing and analyzing java scripting projects (using my eclipse tool to added on production)
Soft Skills:
• Fluent in both English and Spanish
• Proven key player and demonstrated pro-activeness
• Enthusiastic and self-motivated, fast learner.
• Leadership skills and teamwork abilities.
• Customer oriented and passionate for service.
Tech Skills:
• MAC OS and iOS
• Linux Support (describe if scripting or understanding of Linux commands)
• MS Windows 7, 8 and 10
• Java Developing and SQL servers (2003)
• MS Exchange and Active Directory
• Service Request software such as Remedy and Service Now!
References:
Bach. Jose Andres Guevara Bravo
Information Systems Lead, Mondelēz International Business Services Costa Rica
Mobile: (506) 8836-4610 Email: jose.guevara@mdlz.com
M.B.A Leopoldo Martínez Castillo
IT FIS Project Manager, Intel Costa Rica
Mobile: (506) 8865-4229 Email: leopoldo.martínez@intel.com

4. Lic. Dario Montero Agüero
IT Client Services Project Manager, Intel Costa Rica
Mobile: (506) 8844-9007 Email: dario.montero@intel.com